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Enterprise Customer Success Manager

5 months ago

Bangkok, Thailand SAP Full time

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now

Key Responsibilities & Tasks
The Enterprise Customer Success Manager (E-CSM) is the customer’s advisor on SAP business capabilities and benefits, driving the end-to-end (E2E) customer journey, from discovery to realization, with focus on adoption and consumption.  The E-CSM will help define and drive customer transformation, value realization and successful business outcomes. They will orchestrate the Virtual Account Team (VAT) members and the partner ecosystem to deliver the intelligent enterprise.   
 
Customer Transformation
> Partner with the VAT to establish the customer transformation
> Coordinate the SAP value proposition across the account team, including mapping business cases to solution capabilities, prioritizing customer requirements, creating implementation strategies with partners. 
> Orchestrate business outcome-based roadmaps with both short and long-term focus 

Solution Adoption and Consumption
> Facilitate creation of a success plan and an adoption plan.
> Facilitate delivery of 1st value and mitigate adoption risk.
> Drive full value of customer goals and provide recommendations for value case updates and continued adoption and consumption based on usage metrics.
>   Function as the ERP focal point during customer transformation
 
Innovation and Growth
> Build on customer momentum to ensure ongoing renewals and growth (upsell/cross-sell).
> Drive renewal by demonstrating achieved value and providing insights on solution optimization.
> Extend and accelerate customer transformation.  Develop use cases to support expansion of and new value in customer priorities.
> Innovate with customer to fuel new growth. 
> Drive customer references.
 
Experience & Educational Requirements
> Experience with software/IT organizations and with specific expertise in Enterprise and/or LoB software solutions and/or business architecture through Solution Management, Sales, Presales, Adoption/Consumption, Consulting or Business Development roles.
> Knowledge of Cloud, Hosted Services, SAAS/ PAAS/ IAAS models and cloud-based commerce/ business models and networks.
> Experience advising complex, global transformations and driving customer outcomes, renewals, expansions and upsells.
> Knowledge of SAP’s offerings. 
> Experience with business/financial case analysis and creation.
> Experience with business and IT alignment in large businesses, large business (account) management, account engagement design and facilitation.
> Experience in a complex, matrixed environment.
> Record of building strong customer relationships.
> Experience in a selected industry area, if required.
> Fluency in English, any other language an asset
> Fluency in the language of local markets desirable. Thai speaking.

> Education Bachelor's degree (or equivalent) required, MBA or equivalent degree from accredited university preferred.

 

Global Mobility

No. Only for local internal hires.

 

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 385380  | Work Area: Sales  | Expected Travel: 0 - 30%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.